Documentation

While using Skalpy, you might occasionally encounter connection drops, incomplete data loading, or UI errors.

Skalpy does not impose regional restrictions or limit access to its services. These interruptions are typically caused by local glitches, Internet Service Provider (ISP) limitations, or unsynchronized system settings.

To resolve connectivity and general issues, please follow these steps sequentially. Check if the problem is resolved after each step.

1. Quick Resets & Network

Most temporary glitches can be fixed by refreshing your current state.

• Restart: Close and reopen the Skalpy app or your web browser.

• Reconnect: Toggle Airplane Mode on and off (mobile), or reset your internet connection (turn Wi-Fi/Ethernet off and on).

• Switch Networks: Switch from Wi-Fi to cellular data (LTE/5G) or vice versa. For Web, try a wired Ethernet connection.

• Reboot: Restart your device entirely.

2. System Time Synchronization

Cryptocurrency exchanges require your device's clock to be synchronized with global time servers to process API requests.

• iOS: Go to Settings > General > Date & Time. Enable Set Automatically.

• Android: Go to Settings > Date & Time. Enable Set time automatically and Set time zone automatically.

• Web / Desktop: Navigate to your OS System Settings > Date & Time and ensure automatic time and time zone synchronization are enabled.

3. Clear Cache & App Data

Corrupted temporary files can prevent the interface from loading correctly.

• iOS: Go to Settings > General > iPhone Storage > Skalpy > Offload App.

• Android: Long-press the Skalpy app icon > App info > Storage & cache > Clear cache. (Warning: Do not clear data or you will need to log in again).

• Web: Open your browser settings > Privacy and Security > Clear Cookies and Cache. Alternatively, try opening Skalpy in an Incognito/Private window.

4. Trading-Specific Checks

If the terminal loads but your balance or charts are empty, the issue might be on the exchange's end.

• Check API Keys: Ensure your exchange API keys have not expired and have the correct permissions (e.g., Spot/Futures Trading enabled, IP whitelisting configured correctly).

• Exchange Maintenance: Verify if the connected exchange (e.g., Binance, Hyperliquid) is currently undergoing system maintenance.

5. Advanced Connectivity Solutions

If you are still unable to connect, your ISP or local network firewall may be blocking the connection. Try connecting to a VPN or changing your DNS settings.

• Antivirus/Firewalls: Temporarily disable your antivirus web shield or firewall to see if it is blocking Skalpy's data streams.

• VPN: Connect to a Virtual Private Network (VPN).

• Change DNS: Switch to a reliable public DNS (like Google or Cloudflare).

• iOS: Go to Settings > Wi-Fi and select your connected network. Tap Configure DNS > Manual > Add Server. Enter the new DNS server address and save it.

• Android: Navigate to Settings > Network & internet > Private DNS. Select Private DNS provider hostname, enter the hostname of the DNS provider, and save it.

• Web: Go to your OS Network Settings > DNS Server and configure it manually.

6. Update & Reinstall

Ensure you are running the latest software, as outdated versions may cause collisions.

Update Skalpy via Google Play or the App Store.

Update your browser and device Operating System to the latest versions.

If all else fails, reinstall the Skalpy app.

7. Contacting Support

If you have completed all the steps above and still face issues, please reach out to us at help@skalpy.com.
To help us resolve your issue faster, please include a detailed description of the problem, your device OS, app or browser versions, and a screenshot of the error.